Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
When a potential guest looks your restaurant up online, there’s a good chance their next stop will be to check out reviews of your restaurant on Yelp, Google and other popular review sites.
Up to 94 percent of Americans and up to 87 percent of U.K. residents surveyed say they’re dining choices are influenced by online reviews, according to Tripadvisor.
“More consumers than ever use and trust online review sites and social media for recommendations on where to eat – both at home and while traveling,” according to Tripadvisor. “Recent surveys also show that restaurant operators overwhelmingly believe that managing their online reputation has become an essential part of running their business.”
If you’re looking for ways to receive more reviews to better manage your restaurant and brand reputation, here are five tips for getting more reviews that lead guests through your doors.
Make sure you claim your restaurant profiles on Yelp, Google and other online review sites.
“A successful restaurant will have many mentions across the internet,” says POS and online ordering software provider Cuboh. “If you have profiles on these online review sites that you have not claimed, then that means you are not in control of your online presence or online reputation.”
You don’t have to be pushy to prompt guests to leave a review of your restaurant and their experience. Set a placard on tables directing customers to review sites where your restaurant has a presence. Or ask them when they pay to leave a review and direct them to the site.
“If you are confident about the kind of dining experience your restaurant provides, go ahead and reach out to your guests,” says Toast. “Ask (nicely) if they would take the time to share their thoughts, opinions, and experiences on a review website where your restaurant is listed.”
“Between your typical ‘Like us on Facebook’ and ‘Follow us on Twitter’ messages, help your audience become aware that they can also find you on Yelp and check you out on Tripadvisor,” recommends restaurant software provider Toast.
Also include your review site profiles and listings on your restaurant website, online and printed menus and in email newsletters.
In addition to your website review page and profile pages on Yelp, Google and other review sites, Toast suggests creating your own landing page for your restaurant on sites like Tripadvisor, Opentable and Zomato.
“Think of it as an online destination for turning customers into reviewers,” says Toast. “Once you build your landing page, you can identify key touch points at which you can get customers into the funnel such as right after they have paid for a meal, or maybe the first weekend after their most recent visit to your restaurant.”
Responding to reviews consistently shows that restaurant owners and managers care about the guest experience of their customers.
“Even a one-liner thank you note can go a long way,” according to Restaurant Insider. “People will know you are listening to your guests, and you also have an opportunity to gently respond to unfair comments.”
Responding to both positive and negative diner reviews also helps improve your restaurant’s service and ultimately attract new diners, according to Tripadvisor:
“Up to 94% of respondents in some markets indicated that they have read a management response to a Tripadvisor review, with the majority noting that they found it helpful and that it encouraged them to try a restaurant, despite a bad review.”
When your restaurant receives a great review mentioning a specific employee, post it in the break room or kitchen for all to see. This will motivate your staff to provide excellent service in hopes of garnering a few good reviews of their own.
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